Interpreting is the oral transmittal of a message from one language into another language. LanguageLine Solutions provides accurate and complete first-person interpreting regardless of country of origin or level of education of the speaker. Our interpreters analyse the original message and select words that most accurately convey the true meaning of what is said.
You dial a designated number, provide your account information, and request the language needed. In seconds you will be connected to an interpreter. If you need help at any time to identify the limited English speaker’s language, just ask and an operator will be happy to help you.
We connect you to an interpreter within seconds once we have your account information. We consistently achieve these results because of the advanced technology we have developed over the last 20 years. Occasionally the connection time for a less commonly requested language may be slightly longer, but with industry-leading monitoring tools and dedicated teams managing our interpreter base across all languages, we can connect the majority of calls in less than a minute.
We operate 24 hours a day, 7 days a week, 365 days a year. With multiple call centres providing twenty-four hour back up and unrivalled business continuity systems, you can be sure that the service will be available when you need it.
No, the interpreter serves as a communication channel between you and your Limited English Speaking customer and can not act independently on behalf of your organisation. Your staff need to direct the call and provide the expertise related to the content of the call, whilst the interpreter delivers this information in a professional manner to the limited English speaker and back.
If you do not know which language to request, please ask our operator who will do all they can to assist, or transfer you to a representative trained to help in language identification. If you are face-to-face with the Limited English speaker, we can provide Language Identification Cards and other materials to help you pinpoint the language required. Please contact our Client Services team on 0800 169 2879 or viaemail for more information regarding language identification materials.
If you find that the language you requested is incorrect, simply ask the interpreter to route you back to the operator for assistance. However if you find that the operator has left the call you will have to call us back to request a new language.
If you know the correct language, say the name of the language and proceed as usual.
Summarise what you wish to accomplish and give any special instructions to the interpreter. Don’t assume that the interpreter or Limited English Speaker knows more about your organisation or its procedures than anything you tell them at this stage.
Conduct the conversation normally, as if you were speaking directly to the limited English speaker. Group your thoughts or questions to help the conversation flow naturally and quickly. For example, ask for an address and phone number as one question.
Remember to communicate with the Limited English Speaker directly, avoid slang, jargon, acronyms or technical terms that may not interpret well into other languages and cultures. As you would in any conversation, you may have to clarify points the Limited English Speaker doesn’t readily understand. If you need to clarify a point, ask the interpreter right away. All of our interpreters are trained to ask for clarification if you use a term they do not know.
Yes. LanguageLine Solutions works with industry experts to provide our interpreters with specialised training in medical, court, insurance and financial terminology, amongst others. In addition, our interpreters are required to be familiar with police and 999 procedures.
We also provide training on customer service skills. Our interpreters have hundreds of hours of experience interpreting and tailoring interpreting to the various requirements of our customers. If you use highly specialised terminology, discuss this with your Account Manager or Customer Service Representative beforehand. We may request that you provide us with additional information and a glossary to enable us to provide specific training to interpreters assigned to your calls.
We require that our interpreters be accurate and to the point. They interpret in first-person terms for simplicity and brevity. It is important to recognise that they interpret not only across languages, but also across cultures. You can help facilitate interpreting by making your message easy for the Limited English speaker to understand. However a greater number of words are sometimes needed to explain concepts that do not have an equivalent in other languages or cultures, which may cause some periods of interpreting to be longer than you might expect.
Every interpreter with whom we work signs a services and confidentiality agreement and is bound by a strict Code of Ethics, ensuring that all information related to the work we do for you remains strictly confidential. Interpreters routinely destroy any notes made during an interpreting session. In addition, all of our interpreters are subject to Enhanced DBS disclosure with barred list check (child and adult) or its equivalent, and are covered by professional liability insurance with extended coverage.
Yes, where we have prior approval to monitor calls, we have a group of Quality Specialists who regularly monitor calls to ensure interpreter quality. They are bound by a strict Code of Ethics and are trained to focus on the performance of the interpreter, not the conversation.
Not as standard. Calls are only recorded at the specific request of a client as part of their contractual agreement with LanguageLine Solutions. You are free to record calls, providing you remain consistent with any legal stipulations.
When the interpreter joins the call, you will be given a unique Interpreter Identification Number for your interpreter. Although interpreters will also identify themselves by first name, the Identification Number is how we track our interpreters. Write down the Interpreter Identification Number for future reference when it is quoted. If you need additional information about an interpreter or a particular call, please call Customer Service at 0800 169 2879.